Billing Policies

1. Payments
2. Payment Options
3. Monthly Statements
4. Overdue Accounts
5. Plan Changes
6. Change of Address
7. Suspending an Account
8. Seasonal Account Suspensions
9. Cancelling an Account
10. Installation Fee
11. Account Inquiries

Payments:

An initial payment equivalent to one full month of service is required upon enrollment. If the enrollment date is after the 1st of each month, that month's fee is pro-rated from the enrollment date to the last day of the month. Since the pro-rated fee will be less than the initial payment, a credit balance will result. This credit balance will be deducted from the second month's full monthly fee.

Monthly fees are generated on the 1st of each month to cover service from the first to the last day of the current month.

Automatic credit card and bank withdrawals are processed on the 10th and 21st.

A $30 service charge is levied for returned schedules (whether NSF, closed bank account, frozen funds, etc.)

Payment Options:

Subject to some restrictions, payment options include:

• Automatic bank withdrawal
• Automatic credit card debit (Visa, Mastercard & American Express)
• Post-dated checks
• Money Orders
• PC / Internet or Telephone banking (CIBC, Bank of Montreal, Royal Bank, Scotia Bank, TD-Canada Trust, President's Choice and TelPay, National Bank, Credit Union & Desjardin)
• Electronic funds transfer (EFT)
  To set up EFT payments please download this form and submit it to Vianet
• By mail or in person at any Vianet Office

Banking or credit card information changes for the current month's withdrawal must be received 5 days prior to withdrawal date. Please contact us at 1-800-788-0363 Ext. 3 to make any changes to your billing information.

Statements:

Statements are emailed within the 1st week of each month to cover service from the first to the last day of the current month. It is important to review your monthly statement and verify that all information is correct.

Statements are dated the 1st of the month. The due date for the balance owing is the 21st of the month. Please note that 3 weeks of service is provided before payment is due.

Overdue Accounts:

You will be notified by email if your account has not been paid by the 21st of the month.

If payment has not been received on the 1st of the following month the account will be locked and an overdue statement will be mailed to you. At this point, your account has not been cancelled. Charges will still be applied to your account.

If payment has not been received or contact made within 30 days of your account being locked, it will be cancelled to ensure that further charges do not apply. Once payment has been made, your account will be reactivated.

Chapleau TV Customers:

A $15.00 reconnection fee will be charged to suspended/locked accounts.

Plan Changes:

Plan changes are processed on the 1st of each month. Please submit any plan change requests before the beginning of the month.

Change of Address:

We require 10 days notice, by phone or email for change of address requests to ensure minimal disruption of your Internet Service.

Suspending an Account:

Your Internet service can be put on hold for a maximum of 30 days but is subject to certain restrictions. Please contact us for further information.

An email only service is also available for a fee of $5.00 per month. This will allow you to keep your current username/email address and re-activate Internet service at your discretion.

Seasonal Account Suspensions:

All seasonal suspensions will take effect on the last day of the current billing month. Depending on Third Party policies seasonal suspensions may or may not be available, and rates may vary for this service.  It is best to contact us 2 months in advance to ensure that your account is adjusted according to your needs.  Certain restrictions apply. Contact us for details.

An email only service is also available for a fee of $5.00 per month. This will allow you to keep your current username/email address and re-activate Internet service at your discretion.

Cancelling an Account:

Cancellations are processed at the end of each month. Vianet requires a minimum of 10 days notice for cancellation of all residential services. Services on contract may require 30 days notice, so review your contract for the cancellation policy. Business connections require 30 days notice for cancellation. Please be advised that all rental equipment, including power supplies, cables and filters, must be returned within 5 days of the cancellation date in full working condition and free of damage. Rental equipment should be shipped to, or dropped off at any Vianet office. Please contact us at 1-800-788-0363 ext. 7208 for more information about return shipping of rental equipment. Charges for unreturned or damaged equipment will be applied to accounts within the next billing cycle.

Installation Fee:

Installation fee is non-refundable once services have been confirmed ordered.

Account Inquiries:

Should you have any questions or concerns about the billing of your account, please contact your local office or e-mail viabilling@vianet.ca.

Credit requests will be reviewed by management within two business days. If you are requesting a credit, please click here